Frequently Asked Questions

Transcription

1 Frequently Asked Questions CARD & CARD APPLICATION... 2 What is the Wizz Prepaid Travel Card?... 2 What are the requirements to get the Card?... 2 How do I apply for a Wizz Prepaid Travel Card?... 3 What main Card currency should I select?... 3 What to do if I select the wrong main Card currency?... 3 Can I get more than one Card?... 3 How much and how to pay for my Card? How can I avoid the fee?... 3 Can I load my card during the application process?... 3 Will my personal details be used for anything other than processing my order?... 3 Can I get my Card sent to another address/sent abroad?... 4 When will I get my Card?... 4 When will I receive my Card PIN number?... 4 What should I do when I receive my Card?... 4 LOADING A CARD... 4 How to load my Card? What payment methods are available to load and pay for my Card?... 4 Can I load my Card in using a bank account in a different currency than the Card main currency? 5 How long will it take for my load to appear on the Card?... 5 What if my funds are not added to my Card?... 5 What are the maximum/minimum load amounts?... 5 What is the loading limit and how can I continue to use my Card?... 6 EXCHANGING CURRENCIES AND SENDING MONEY... 6 How can I transfer currencies between my Card wallets?... 6 How can I send funds to another Card?... 6 MANAGING YOUR CARD... 7 How can I change my PIN?... 7 I ve forgotten my PIN, what should I do?... 7 How do I track my transactions, balance and available to spend amount?... 7 Can I view my balance at an ATM?... 7 What happens if my card is lost or stolen?... 7 Can I change my personal/contact details?... 7 How much does a my WIZZ Travel Card cost?... 7 Can I get ATM cash withdrawals for free?... 9 What is the inactivity fee?... 10

2 USING YOUR CARD Is my Card reloadable? Where can I use the Card? Can I use the card in countries where Card currencies (PLN, EUR, GBP, NOK, SEK) are not the local currency? If so what exchange rate would I get? Are there any places where I will not be able to make a transaction? Can I use my Card at Hotels and for Rental Cars? How are my transactions authorised? How is my balance calculated? What is billing currency? In what currency will I be charged? What currency will I be charged in if I do not have a sufficient balance in the billing currency?. 11 When using the Card abroad what should I do if I m asked if I want to pay in my main currency (e.g. Polish Zloty)? LOYALTY POINTS & CASHBACK How will my WIZZ Discount Club loyalty points be added? When and for what transactions will I get cashback? CANCELING CARD & REDEEMING FUNDS What happens when my Card expires? Can I cancel my Card? How can I get my funds back? CARD & CARD APPLICATION What is the Wizz Prepaid Travel Card? The Wizz Prepaid Travel Card ( Card ) is a prepaid card which is issued under the rules and framework of the MasterCard organization. It is not a credit or debit card so in order to perform any transactions you need to load your Card before (i.e. prepay in advance). The transaction you make will be only authorized by us up to the amount that you have prepaid on your Card, so that you can spend your money without incurring a negative balance and having transactions rejected. The Card is a multicurrency card, which means that you can hold your money in up to 5 different currencies (PLN, EUR, GBP, SEK, NOK) and pay in local currency whenever you are traveling abroad. What are the requirements to get the Card? In order to apply for the Card you need to be a Wizz Discount Club Member with at least a standard account. If you wish to get more information on how to become a Wizz Discount Club Member, please visit: https://wizzair.com/pl-pl/travel_services/wizz_xclusive_club. We do not require any credit scoring related documents in order to accept your Card application.

3 How do I apply for a Wizz Prepaid Travel Card? In order to start your Card application you need to login to your Wizz Discount Club account at: https://wizzair.com/pl-pl/flightsearch and click on the application banner Apply for Wizz Prepaid Travel Card. You will then be redirected to the registration page where you will be asked to confirm your personal details and set the Card account credentials. The application process only takes a few minutes and is processed online so you do not need to wait for any additional confirmation from us. What main Card currency should I select? By selecting a main Card currency you are indicating the currency in which you would like to load your Card each and every time that you perform a load. For example if you select PLN, it means that all loads will in the first instance top-up your Polish zloty account. What to do if I select the wrong main Card currency? If you have selected the wrong main Card currency please contact our Customer Services team by telephone. You can call our Customer Services team on 0044(0) (lines are open Monday to Friday 8am to 8 pm CET). Can I get more than one Card? No. Only one Card is available per Wizz Discount Club Member. How much and how to pay for my Card? How can I avoid the fee? Once the application process is almost completed we will apply the Card fee. Depending on the Card currency you have chosen we will request either: a) 20 PLN (Polish zloty Card) or b) 5 EUR (Euro Card) or c) 4 GBP (Pounds Sterling Card) There is a simple way to avoid it! Please load at least the equivalent of 420 PLN (or 100 EUR or 70 GBP) in any currency on the Card at the point of making your application as explained below in the Can I load my Card during the application process? and the Card fee will be re-credited to your Card. Can I load my card during the application process? Yes. We recommend loading your Card during the application process in order to have the Card fee reimbursed. In order to load any currency during the application process (and afterwards) in the Card web portal, please select online payment method and simply indicate how much of each available currency you would like to have on your Card. The total amount of load will be calculated to your Card main currency (e.g. if your Card is in PLN and you are willing to load 100 EUR, we will request 100 EUR * FX rate EUR/PLN (e.g. 4,20) = 420 PLN + commission (if applicable)) and you will pay/load that amount! Will my personal details be used for anything other than processing my order? We do not share your personal information with third parties other than in our corporate group, other than to process or fulfil your order as specified in our Privacy Policy. We will not share your information with other companies for marketing purposes. [Your personal data will not be transferred outside the European Economic Area} If you agree during the Card application process, we will inform you about Euronet s new products and functionalities.

4 Can I get my Card sent to another address/sent abroad? Yes, we are able to send Cards to Poland, United Kingdom and other EU countries. When will I get my Card? Your Card will be sent to the delivery address indicated during the Card application. Depending on the country you have requested the Card is dispatched, delivery may take about ten (10) business days (i.e. Monday to Friday). Please note that the Card needs to have been paid for in full before we will send it out to you. If your Card has not arrived within the above timeframes then please contact our Customer Services team. When will I receive my Card PIN number? The PIN will be sent to the same address as your Card. It should normally arrive one (1) business day after your Card. If your PIN has not arrived within the above timeframes then please contact our Customer Services team. What should I do when I receive my Card? When your card arrives there are two things that you need to do before you can start using your Card: 1. Sign the back of the Card. 2. You must also activate your Card either by: 1) Logging into your account at and inputting the Card ID (19 digit number printed on the back of the Card) in the My Card section or 2) calling (IVR automated call center open 24/7, free of charge). LOADING A CARD How to load my Card? What payment methods are available to load and pay for my Card? For your convenience, we have enabled various methods to allow you to pay for and load your Card. You can choose between the following methods: 1. Online payment methods: which allow you to pay for your Card or load it 24/7 instantly (you will receive payment confirmation online as part of the process). a. Simply log into your account and select the Load Card section and choose one of the following: i. Card payment use any VISA or MasterCard credit or debit card ii. Bank account payment (pay-by-link) make payments directly from your bank account using bank online transfer b. Load your Card in any of the Euronet deposit machines in Poland ( bankomato-wpłatomat ) applicable only for Card with a PLN as a main currency 2. Bank account transfer. Each Card has its dedicated bank account number denominated in the main Card s currency. Using this method you can load your Card only. To avoid any additional currency conversion, please make sure that you are loading your Card in its main currency. For example, If your Card has a main account in PLN we strongly advise you to load your Card in Polish zlotys only.

5 Can I load my Card in using a bank account in a different currency than the Card main currency? We strongly recommend that you only send bank transfers in the Card main currency to avoid any extra charges or conversions from banks or other third parties that we are not involved with!. If you would like to load your Card using a bank transfer in another currency or from an account abroad, please make sure that you either use a SEPA transfer (for loads in EUR) or Swift (for loads in other currencies) using the following Swift code: BREX PL PW MBK, mbank S.A. FORMERLY BRE BANK S.A. LODZ. Your funds should be transferred to the dedicated account number of your card, shown on the My Card section of your Card account. How long will it take for my load to appear on the Card? If you select online payment method such as: - Card transfer or online bank transfer (pay by link) - Deposit cash in all a Euronet cash deposit machines in Poland Funds should be added to your Card instantly If you load your Card using the standard bank transfer method, please be advised that the funds may be added to your Card up to one (1) business day after they show on the Card account. What if my funds are not added to my Card? In order to comply with our legal and regulatory obligations we are required to perform anti money laundering monitoring checks as well as verification of ongoing loading limits. Your online loads should be verified at the moment of their completion. If they are rejected a description of the error reason will be included. Standard bank transfer loads are sent to us with a delay, therefore we perform our required checks whenever we receive them. If your funds were not added to your Card as expected, please check: 1. Loading Limits whether the amount of the load was above the number or value limits for your Card. You can check these limits in the fees and limit section of the Web Portal. You can increase your limits online by providing the additional documents that we request to satisfy our regulatory obligations and then we can upgrade your Card! 2. Your Card or bank account whether you have been charged for the load. If we are not able to put a load on your Card for thirty (30) days, we will try to return the funds to the account from which we have received such funds. If after thirty (30) days there are no funds on your Card, please contact our Customer Services team urgently. What are the maximum/minimum load amounts? There are different maximum / minimum load amounts depending on the Card currency and what level of Card you have applied for: 1) For EUR Card: a) Standard limits (initial card limits) Credit Daily Limit Amount 500 Balance Limit Amount 2500

6 Credit Limit Amount per 360 days 2500 b) Premium limits (Card limits after limit increase) Credit Daily Limit Amount 500 Balance Limit Amount 10,000 Credit Limit Amount per 360 days 10,000 2) For PLN Card: a) Standard limits (initial card limits) Credit Daily Limit Amount PLN 2100 Balance Limit Amount PLN Credit Limit Amount per 360 days PLN b) Premium limits (Card limits after limit increase) Credit Daily Limit Amount PLN 2100 Balance Limit Amount PLN Credit Limit Amount per 360 days PLN What is the loading limit and how can I continue to use my Card? The loading limit is a threshold up to which you can load your card. We maintain daily and yearly limits. If you are not a fully registered Cardholder you can increase your limits easily by providing us information about you or performing verification bank transfer in the fees and limit section of the web application. EXCHANGING CURRENCIES AND SENDING MONEY How can I transfer currencies between my Card wallets? To move funds between your wallets please enter your Card account, select the Transfer section and then click on exchange currencies button. You will be able to indicate the Card currency wallet from which you would like to convert funds from and the currency wallet that you would like to receive the funds in. We will present our current currency exchange conversion rates as well as the amount in the currency that you will receive. Please note that you can load wallet currencies other than default by simply loading them on your Card while you are logged in on your account. This is only possible for online method of payments (card and online bank account transfer). How can I send funds to another Card? To send money to another Card please login to your Card account, select Transfer section and then click on the Send to another Card button. You will be able to enter either another Card s ID or the mobile phone number of the recipient as well as indicate a currency and an amount that you would like to transfer.

7 Please note that the transfer is only available to cards with Premium limits and that there will be a fee for the transfer that will be deducted from your Card. Please see fees section below MANAGING YOUR CARD How can I change my PIN? You can change your PIN in any ATM supporting such function. I ve forgotten my PIN, what should I do? You may call 0044(0) to talk to our Customer Service team and ask for your PIN to be resent. How do I track my transactions, balance and available to spend amount? You can check your balance and card transaction history anytime at by logging in to your account or by calling: to our automated call center 24/7 free of charge; or (0) to our Customer Service team It is important to know your available balance before authorizing transactions. Please note that if you try to make a transaction for more than is stored on your Card, it will be declined. There is no overdraft or negative balance functionality on your Card. Can I view my balance at an ATM? Yes. You can check your Card balance at any ATM supporting such functionality. We will present on screen the total balance in the Card s main currency. What happens if my card is lost or stolen? If your Card is lost or stolen you must tell us immediately. How to report your Card lost or stolen: Online: You can report your Card lost or stolen via our website by logging in to your account, going to the My Card section and blocking your Card. If you require a replacement card, please call our Customer Services team on 0044(0) (lines are open Monday to Friday 8am to 8 pm CET). Telephone: You can call our Customer Services team on or (0) from outside of Poland (lines are open Monday to Friday 8am to 8 pm CET). We will then cancel your Card to prevent further transactions and begin our investigation. We will further provide a replacement Card and transfer any unused balance to the replacement Card. A fee may apply for sending a replacement Card, please refer to our Terms and Conditions for full details. Please note that we are only able to send a replacement Card to your registered address so please ensure that your registered address is kept up to date at all times. Can I change my personal/contact details? You can change most of your personal information online by logging into your account and editing these in the Settings area. To change your name or other data that is not possible to change on your account please contact our Customer Services team. We may require additional documents to prove your identity and validate the change of name and/or other details. How much does a my WIZZ Travel Card cost? DESCRIPTION FEES

10 What is the inactivity fee? If you have not used your Card for a period of 12 months (or longer) you will be charged an inactivity fee from the start of the 13 th month onwards until you use your Card again. If you have not used your Card for 12 months you can prevent the Inactivity Fee from being charged by using the Card to make a transaction or using the Card to withdraw cash. Any of these actions will prevent the Inactivity Fee from being charged and will revert the inactivity period to zero so then you will not be charged for the next 12 months if the Card is not used. The Inactivity Fee will be charged monthly until you use the Card next, until the balance reaches zero or your Card expires or is cancelled by you. USING YOUR CARD Is my Card reloadable? Yes. You will be able to load your Card using various loading channels such as the Internet, deposit machines, standard bank transfers. Where can I use the Card? You will be able to use your Card to pay for goods and/or services worldwide at merchants that accept MasterCard prepaid cards. Please note we can t guarantee that all merchants will accept the Card. Can I use the card in countries where Card currencies (PLN, EUR, GBP, NOK, SEK) are not the local currency? If so what exchange rate would I get? Yes. If you were to use the Card in a country whose currency is different to the wallet currencies (e.g. a PLN Card for a CZK transaction) we will apply a 3.5% exchange rate, when calculating funds into your main Card currency. Are there any places where I will not be able to make a transaction? We will be unable to authorise some of transactions including the use of the Card: a) at automated fuel pumps (but it will be available to use by presenting the Card to the attendant at the fuel station); b) for making gambling transactions in store or online; Can I use my Card at Hotels and for Rental Cars? We do not recommend that you use your Card for pre-book services like hotels and car hire companies. These types of services may pre-authorise an estimated amount of the final bill. If this happens the "pre-authorised" amount will be temporarily unavailable for use on your Card. It is preferable to use your debit or credit card for the deposit then to pay the final bill using your Card. How are my transactions authorised? You can validate your transactions by: a) tapping the Card to an NFC enabled terminal b) confirming the transaction using PIN code c) putting your signature on the transaction confirmation printout. Please make sure, that your signature is same as the one put on the reverse of the Card. d) by putting your Card credentials on the merchant s checkout page on the Internet Before we authorize your transaction we will check whether you have sufficient balance on the Card. After your transaction is authorized, we will place a hold to make sure the funds are on the Card during

11 settlement of the transaction. Merchants can take up to a few business days to collect the money from the Card, We do this to ensure that the money cannot be spent elsewhere. Authorisations are included in the current balance of your Card, but if they are not finalised (for example due to the faulty processing of a transaction by the merchant) they will disappear from the account the first business day after thirty (30) calendar days from the transaction date and become available to spend. Please note, this happens on all debit and credit cards. How is my balance calculated? Before we authorize the transaction we are always calculating your available funds in the currency in which you are making the transaction. So, if the transaction is in EUR, we check how much EUR you have both in the EUR wallet and in other wallets by virtually calculating all your funds to EUR. (You are not charged any conversion charges for this virtual calculation!) That is why, you do not need to be afraid that you will be rejected if you have enough funds but in various currencies. What is billing currency? In what currency will I be charged? A billing currency is the currency which we deduct from your account whenever the transaction is settled (confirmed by MasterCard - usually 1 or 2 days after performing a transaction). The billing currency depends on the currency in which you have made a transaction: For the Card with PLN as main currency - EUR for transactions in EUR - GBP for transactions in GBP - SEK for transactions in SEK - NOK for transactions in NOK - PLN for transactions in PLN and any other currency not mentioned above For the Card with EUR as main currency - PLN for transactions in PLN - GBP for transactions in GBP - SEK for transactions in SEK - NOK for transactions in NOK - EUR for transactions in EUR and any other currency not mentioned above What currency will I be charged in if I do not have a sufficient balance in the billing currency? During the settlement we firstly take a look on the wallet of the billing currency, if there is not enough balance, we convert the funds following the hierarchy of wallets: For the Card with PLN as a main currency - Main Currency (PLN) - EUR - GBP - SEK - NOK So if the transaction is made in SEK the billing currency is SEK, the hierarchy in which we will look for balance is: SEK (billing), PLN (main), EUR, GBP, NOK. For the Card with EUR as a main currency - Billing currency - Main Currency (EUR) - PLN

12 - GBP - SEK - NOK So if the transaction is made in Czech Koruna (CZK) the billing currency is EUR, the hierarchy in which we will look for balance is: EUR (billing/main), PLN, GBP, SEK, NOK. The conversion is performed from consecutive wallets until we get enough funds in the billing currency to cover the transaction. For the conversions we apply the actual currency exchange rate at the moment of conversion please see our Terms and Conditions. We recommend that you convert your funds to the relevant wallet before you make a transaction to make sure that there is enough billing currency to cover transactions that you have made. This will allow you to avoid higher foreign exchange rates being applied when forced conversions take place. When using the Card abroad what should I do if I m asked if I want to pay in my main currency (e.g. Polish Zloty)? You should always pay in the local currency, so the currency that is used in the country that you are in. When using your Card abroad you may be offered the option to pay in the main currency (e.g. Polish Zloty) at the merchant s terminal or at an ATM. This is because your Card is recognised according to its main currency as a PLN Card. You should always choose to pay in the local currency. Choosing to pay in the main currency rather than the local currency is unlikely to save you money as the merchant will charge you their own exchange rate to convert the transaction into main currency which can include a substantial fee. LOYALTY POINTS & CASHBACK How will my WIZZ Discount Club loyalty points be added? We calculate your Wizz Discount Club loyalty points on a monthly basis by the 5 th business day for: a) each purchase at wizzair.com - 1% value back in points b) double the Card fee When and for what transactions will I get cashback? We calculate your cashback on a monthly basis by the 5th business day for transactions performed and billed in wallet currencies other than the main currency. So e.g. for PLN Card, we will return to you 1% value of transactions made in EUR, GBP, SEK or NOK. CANCELING CARD & REDEEMING FUNDS What happens when my Card expires? Your Card will be valid for 3 years. We will send you a new Card prior to expiry if you have used the Card within the two (2) months before its expiry or if you have any balance remaining on your Card. Can I cancel my Card? In the unlikely event that you are unhappy with the service, you have a legal right to cancel your Card up to fourteen (14) days after you receive it! You also have the right to cancel your Card at any time after this period, subject to the applicable cancellation and redemption fees. Please see the Terms and Conditions.

13 How can I get my funds back? Whenever you would like to cancel your Card and have your funds redeemed to your bank account, you may call 0044(0) to talk to our Customer Service team. You will be asked for your Bank account number with a Polish Bank and we will send a bank transfer to the indicated account within thirty (30) calendar days.

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